KIRANA MONIKA TJHANG

• Responsible with the accuracy of warehouse inventory on RAMCO Warehouse Management System
• Liaising with fleet allocator in allocating the jobs for drivers, dealing with drivers when they have non-technical issue such as fatigue, delivery delay and task adjustments (part of my upskill training)
• Analysing and presenting the issue of drivers’ jobs execution and report them to fleet allocators and managers to take the improvement action
• Liaising with IT to solve simple and minor system issues
• Providing invoicing statement to the customer
• Entered data, generated reports, and produced tracking documents.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
• Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
• Implemented digital filing system, drastically reducing retrieval times and improving document organization.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Supervising another team member, provided training and feedback

• Working together with Compliance Team to ensure all drivers comply with the government policy in relation to work/rest time
• Mastering RAMCO – Transport Management System within 3 months
• Checking and analysing Runsheets and updating the RAMCO thoroughly. My daily work was used as a benchmarking for RAMCO Consolidation SOP
• Assisting in efficiency project by providing data analysis of work hours, total trips made by trucks and wages being paid to the employees
• Analysing customers demurrage by identifying what the problem is and giving some alternative solutions to the manager and transport coordinator to reduce the delay during the pickup and delivery
• Doing payroll data entry for casual employees
• Updating daily revenue sheet and consolidating them for monthly revenue meeting
• Investigating outstanding booking requests that older than 3 days
• Assisting warehouse controller for labelling containers and solving daily issue at warehouse such as time schedule, outgoing delay or damaged products
• Communicating and managing outsourcing for interstate delivery for external customers
• Assisting in mid and end of financial year stock control
• Working together with invoicing team to improve RAMCO data entry especially for external transport companies
• Assisting leading hand in completing the transport system fitted in the trucks. I often communicate with drivers and give feedbacks to improve their system execution.
• Creating trip numbers via RAMCO daily for customer orders
• Working together with RAMCO Team Improvement by providing feedbacks and suggestions

• Authorising data input from administrators which is outsourced to team in Manila
• Investigating escalation from administrators in Manila
• Escalating issues/errors without delay when unable to complete to the client’s satisfaction
• Identifying and escalating any issues relating to fraud or client identity
• Finding solutions that meet client’s needs and result in the best outcome for the client
• Completing case notes on 100% of interactions with clients
• Contributing in team based discussion around complaints and negative sentiment clients
• Following through on all agreed actions within the timeline agreed (Service Level Agreement) with the client providing same day service and managing the client’s expectations of next steps
• Liaising with other areas to resolve errors/discrepancies to deliver solutions
• Identifying training requirement for administrator based on their quality of work
• Contributing to process improvement initiatives
• Maintaining up to date knowledge of relevant processes, systems and products
• Contributing to procedure reviews and updates where required
• Contributing to other financial projects for other department when the needs arise

• Company Overview: Owned by Netwealth Investment Ltd, one of the big superannuation companies in Australia
• Generating Statement of Advice documents for advisers
• Conducting research in relation to the content of Statement of Advice document
• Conducting research for other reports such as: investment fees comparison and insurance needs analysis
• Updating knowledge in relation to superannuation, insurance and Centrelink regulation

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Coordinated workflow for Client Services Administrators and casual workers; and manage leave requirements
• Monitored office budget and minimising office expenditure
• Generated office petty cash and reimbursement report for advisers’ travel expenses
• Optimised the use of X Plan - CRM software to increase work productivity
• Effectively liaising with all business units in relation to the ongoing standardisation and streamlining client service systems and procedures
• Generated advisers’ revenue report fortnightly through MRS (Management Reporting System and uploading the data into company’s intranet system
• Coordinated client seminars in conjunction with advisers

• Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
• Provided financial administrative support by processing invoices, expense reports, and managing budgets related to client services activities.
• Maintained detailed records (XPLAN and N Link system) of client interactions and transactions for easy reference during future engagements
• Collaborated with team members to develop strategies for improving overall client service experience.
• Improved client retention by building strong relationships through consistent communication and followups.
• Conducted research on industry trends to provide valuable insights to clients, fostering informed decision making.
• Maintained clients’ database (approximately 800 clients)
• Prepared financial review documents including: generate funds under management’s report, update insurance, liabilities and other assets.
• Processed financial transactions such as: withdrawal requests, superannuation contributions
• Assisted financial advisers to put together Statement of Advice for clients
• Scheduled clients for review appointment and send them a reminder in advance

Company Overview: Astra International is a conglomerate business in automotive industry with 120,000 employees working in more than 120 affiliated companies (including Toyota, Honda, Daihatsu, BMW, Isuzu, Peugeot)

• Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles. I successfully established a unique learning style and all my trainees provided positive feedback as the results were not just touching their knowledge but also their heart
• Coordinated employee recognition programs, boosting morale and fostering a positive work environment.
• Organized team-building activities that fostered camaraderie among coworkers while also enhancing overall productivity.
• Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
• Collaborated with department managers to design customized training plans aligned with organizational goals.
• Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
• Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
• Developed engaging instructional materials, including presentations, handouts, and interactive activities.
• Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
• Increased employee retention rates through targeted training interventions and career development opportunities.